Support Delivery Operations Manager

LotusFlare is a provider of cloud-native SaaS products based in the heart of Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare was founded to make affordable mobile communications available to everyone on Earth.

Today, LotusFlare focuses on designing, building, and continuously evolving a digital commerce and monetization platform that delivers valuable outcomes for enterprises. Our platform, Digital Network Operator® (DNO™) Cloud, is licensed to telecommunications services providers and supports millions of customers globally.

LotusFlare has also designed and built the leading eSIM travel product - Nomad. Nomad provides global travelers with high-speed, affordable data connectivity in over 190 countries. Nomad is available as an iOS or Android app or via getnomad.app.

Job Description and Responsibilities:

We are seeking a Delivery Manager – Operations & Support to lead technical operations, customer support, and production stability, in alignment with customer delivery and project execution.

This role requires a hands-on, customer-facing professional with strong experience in technical support, SaaS operations, and enterprise customer management. The individual will work closely with enterprise customers, product, engineering, and delivery teams to ensure operational excellence, high customer satisfaction, and successful delivery outcomes.

Note: The role includes weekend and on-call support responsibilities (as applicable) and requires ownership of production and non-production environments along with handling customer escalations.

Job Requirements:

Operations Support & Customer Success

• Own and lead initiatives with a 24x7 team, working in L2/L3 technical support operations

• Ensure production system stability, availability, and adherence to defined SLAs and response timelines. Act as the primary escalation point for high-severity customer issues and escalations.

• Work directly with enterprise customers during escalated production issues, war-rooms, etc, ensuring a resolution path and clear communication.

• Drive customer satisfaction and retention through proactive engagement and effective issue management.

• Act as the voice of the customer, providing structured feedback to internal teams to improve product and service quality.

Operational Excellence & Reporting

• Oversee day-to-day support operations to ensure service quality, responsiveness, and consistency.

• Define, track, and report key support metrics and KPIs, including SLA compliance, MTTR, resolution rate, and CSAT.

• Analyze support ticket trends and identify root causes of recurring issues.

• Drive continuous improvement initiatives across delivery, operations and engineering to enhance product reliability, operational efficiency, and customer experience.

• Prepare regular operational and performance reports for internal stakeholders and leadership.

Team Leadership & Development

• Demonstrates strong ownership and accountability, taking responsibility for outcomes from initiation through resolution.

• Lead, coach, and mentor in-house and outsourced support teams across projects

• Identify skill gaps and implement training and upskilling programs related to product knowledge, troubleshooting, and customer engagement.

• Foster a culture of collaboration and a customer-first mindset within the team.

Delivery & Project Management

• Support customer-support-related delivery engagements to ensure successful implementation and resolution.

• Define and manage expectations, deliverables, risks, and dependencies.

• Drive execution by coordinating with cross-functional teams and proactively resolving blockers.

• Manage UAT, production releases, and formal handover to operations and support teams.

• Ensure delivery commitments are met in alignment with customer expectations and internal standards.

• Maintain accurate delivery plans, project documentation, and status reports using tools such as Jira and Confluence.

Experience & Qualifications

Experience

• 8+ years of experience in technical support, customer success, operations, or delivery roles within a SaaS or technology-driven environment.

• Strong hands-on experience in working with L2/L3 support models and managing production incidents.

• Experience leveraging automation and AI-driven tools to improve operational efficiency and scalability.

• Experience supporting B2B or B2B2C enterprise products.

• Proven experience working with in-house product and engineering teams.

• Exposure to project or delivery management, ITIL practices is a strong advantage.

Skillset

• Strong understanding of SaaS platforms, cloud environments (AWS, Azure, GCP), APIs, and troubleshooting methodologies.

• Hands-on experience with support and ticketing tools such as Jira, Zendesk, ServiceNow, or similar platforms.

• Familiarity with Agile and Scrum delivery methodologies.

• Excellent verbal and written communication skills with the ability to engage both technical and non-technical stakeholders.

• Strong stakeholder management and conflict resolution skills.

• Ability to manage multiple priorities in a fast-paced, high-availability environment.

• Data-driven mindset with strong analytical and reporting capabilities.

Education

• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Systems, or a related field, or equivalent professional experience.

• MBA will be considered a significant plus.

Benefits we have for you:

- Competitive salary package
- Paid lunch (In the office)
- Private healthcare
- Yearly bonus
- Training and workshops
- Truly flexible working hours
- Top-of-the-class engineers to learn from and work with

About us:

At LotusFlare, we attract and keep amazing people by offering two key things:
- Purposeful Work: Every team member sees how their efforts make a tangible, positive difference for our customers and partners.
- Growth Opportunities: We provide the chance to develop professionally while mastering cutting-edge practices in cloud-native enterprise software.

From the beginning, our mission has been to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer's journey at every stage of development, our Digital Network Operator™ Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables communication service providers to innovate freely, reduce operational costs, monetize network assets, engage customers on all digital channels, drive customer acquisition, and increase retention.

With headquarters in Santa Clara, California, and five major offices worldwide, LotusFlare serves Deutsche Telekom, T-Mobile, A1, Globe Telecom, Liberty Latin America, Singtel, and other leading enterprises around the world.

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